In last week’s Webinar with Gainsight, Coastal Cloud and Conversica, our panelists shared their thoughts on the role of Onboarding in customer success and addressed the need for user-level, rather than account-level onboarding. While companies generally sell, renew, and track adoption of their products or services at an account-level, this process does not take into consideration user-level maturity. As discussed, there are a variety of maturity levels that require different types of onboarding, including: